Field Service Technician Clinical

Ascendis Management Services



Field Service Technician Clinical

Medical Devices

Reporting to

Technical Service Manager: South Africa

Job Purpose


To ensure quality technical service provided to all Customers, in the quickest possible turnaround time. To support the team with customers on site and in-house repairs, install, maintenance and operator training.


Required Learning


·         Relevant technical/Clinical Degree/Diploma

·         Proven troubleshooting logic and ability

·         Good computer skills specifically MS Office essential

·         Experience with Sales Force or similar CRM software

·         3 years minimum related experience as field service technician in the clinical diagnostic field with experience in chemistry, haematology and histology preferable


Key Job Outputs


·         Service support – ensure quality service levels for technical and application support.

·         Stock – Ensure correct levels of spares and literature are available to support products.

·         Sales – provide sales leads to relative sales person.

·         Turnaround time – respond within company guidelined response times per customer on all incoming calls; adhere to 24- hour maximum repair time with exception where spares are required.

·         Customer service – keep Customer informed at all times regarding the progress of repairs and service; preventative maintenance services to be scheduled for contract customers; adhere to 2 day maximum for in-house repairs provided spare availability; record keeping procedure to be followed.

·         Customer Base and Visits – plan visits or use available time when doing routine services within an area.

·         Admin – ensure all admin procedures are followed and deadlines are met; maintain call-centre list; follow-up and ensure relevant spares are ordered and received; complete job cards; maintain all CRM entries up to date.

·         Sales, Service relations – relationship between sales representatives and service department must be kept at highest level

·         Team coordination – compile and maintain your call roster within the service team, preventative maintenance schedule and overtime report

·         Training – scheduled training to be done for service technicians and customers; attend and present supplier training, assist in coordination of training schedule. Attend all registered factory led training and technical courses

·         Working overtime as well as weekends – on occasion you will be required to work overtime as well as over weekends, as and when the company requires according to operational requirements.

·         Standby and callouts – you will be required to work standby and attend after hour callouts on a rotational basis with the other members of the technical team.



Core Competencies

·         Innovation: The capacity to search for and initiate novel and inventive ideas, methods and approaches;

·         Planning & Organising: Capacity to break down task into subtasks or sub-goals, to anticipate obstacles and evaluate alternatives, recognise gaps to be addressed;

·         Networking / liaison: Capacity to develop a wide network of business contacts and use influential people as agents to accomplish one’s own objectives;

·         Integrity: Ability to reflect acceptable levels of moral values and business ethics;

·         Customer service orientation: Willingness to anticipate, recognise and meet the needs of internal and external customers;

·         Drive: Self-starter and originator, maintains high levels of activity and produces a high level, high quality output;

·         Attention to detail: With a specific focus on numeracy and figure accuracy

·         Modelling: Capacity to actively influence the commitment and loyalty of team members through personal action and endeavour

·         Punctuality: Be diligent in keeping appointments and meeting deadlines


Job Requirements

·         Relevant qalifications and experience

·         Valid Code 8 South Africa Driver’s Licence

·         Valid passport

·         Own reliable transport which can be used on the job on a daily basis

·         To travel regularly to go and see various clients, including travel within South Africa, and possiblely also international locations

·         Over-night stays may be required

·         Prior Sales Force or similar CRM software experience advantageous



Email your CV to [email protected] and [email protected]

The closing date for applications is COB on the 20th October 2020


Should you not have received a response from HR to your submission within 14 days, please consider your application unsuccessful.



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